Seller Ships Real Rolex, Buyer says it is Counterfeit

[eleetcomputer]

Hello Everyone,

I want to thank everyone in advance for any help or suggestions you might have as this situation is MAJOR and has me literally SICK!  I recently started selling some high valued items in the past month. Mainly high end computer components.   I have been an eBay member for about 7-8 years. Anyway, I listed my Rolex Yachtmaster a couple weeks ago.  Attached are all of the pictures that were included in the listing along with extras.  I sent the package via FedEx, Insured for the sale amount, as well as Adult Signature.   Here is the MAJOR problem.  The Buyer is claiming it is a counterfeit Rolex and requested a return.   I looked at the tracking info and saw it was delivered and signed for by someone other than the buyer.  I had promptly replied to him, baffled yet polite, and asked if the person who signed for it was a room mate, family member, mail room, etc.  I asked  the buyer to send pictures of everything that he received, shipping container, watch box, certificates, tags, etc. So that I could see the box and if it appeared to be tampered with.  If it was tampered with, I would be able to see in the photos of the shipping packaging since I used special tape.  I never received a reply from the buyer.  All that was sent were these 3 photos when he first requested the return. I attempted to contact him twice thru eBay.  I also tried to call his cellphone and even looked him up on facebook so I could try to get ahold of him.  No contact was made.  I even called eBay and inquired about what I should do because what he was claiming, wasn't what I shipped him.  eBay informed me to wait until a case was opened!  They offered no other resolution other than to accept the return and refund him.  Of course, I'm not going to accept the return and refund him and get back a fake watch when he was shipped a genuine Rolex.  Yesterday, the Buyer opened a case against me stating that the watch "doesn't seem authentic".  I had contacted the high value claims dept. after they emailed me stating they were going to refund him and they stated the best thing to do is accept the return and then open a case against the buyer if he does not send back the original item.  I have never had a problem on eBay until now.  I don't know if the Buyer is attempting to fraudulently return the watch and get his money back, or if the package was tampered with and the item was replaced with a different item.  I find it HIGHLY unlikely for FedEx to do something like that with as many cameras there are in these places. I also find it EXTREMELY unlikely that FedEx would have a counterfeit Rolex laying around to swap out the real one.  In being professional, I didn't want to come right out and accuse the buyer of attempting to scam me, hence why I asked for photos of the packaging.  So at this point, I contacted eBay again and asked for a return shipping label to be issued via eBay since I couldn't send a label because it is now an open case. 

I have since removed all of my items for sale since it appears to be very easy for buyers to open cases against sellers and get their stuff for free, especially when they see the seller just started listing things and isn't a power seller or a big store.  The horror stories that I've been reading on these forums is scary.  What does a seller due to protect him or herself?  Am I handling this the proper way?  Any tips and advice would be greatly appreciated.  Thank again.

FAKE WATCH - BUYER PHOTOFAKE WATCH - BUYER PHOTOFAKE WATCH - BUYER PHOTO

GENUINE ROLEX - WHAT I SHIPPEDGENUINE ROLEX - WHAT I SHIPPED

[eleetcomputer]

Hi Sam, To protect against any damage, lost package, etc. I put the declared value on everything I ship. I've been told is the best thing to do, especially on expensive items. Though a situation like this is not covered I don't think.

[eleetcomputer]

I know, I thought the same thing. That's why I am thinking he is trying to rip me off tbh. For the sake of trying not to ruin my weekend I'm trying to think positively despite what it seems. I know he is not obligated to supply me with any pictures or anything like I requested, but thats a red flag to me that he never responded to any of my Messages. He requested a return and then opened the case. I have spoken to multiple eBay reps and they all say sellers are protected too. If I don't get my watch back they said that I am covered.

[gamersbaystore]

What you can do to protect yourself and to prove to ebay you're being defrauded, is to produce a video recording of when you opened the returned package. If the item returned is not the item you sent, you now have proof, and ebay will take it into account. Record the label on the package first.

My friend who's been selling video games on here for over a decade has always recorded the returns for high dollar items, especially game consoles. Others recently tried to argue my points, but the fact is this is how seasoned sellers defend themselves on ebay, including my friend who has millions of dollars of transactions here.

[bonjourami]

The others are right..that does no good whatsoever, videos can be doctored, and are not accepted as proof of anything received or shipped.

[sam9876]

How much does insurance cost?

How many packages have you shipped in the past year?

How many were lost or damaged?

[eleetcomputer]

Out of 100 packages in the past 6 months, I would say I had like 5 or 6 that were lost or damaged, like driven over in a mail truck damaged. Well worth it, I'd say. I mainly ship computers an components.

[castlemagicmemories]

This is troublesome to be sure, OP, hang in there, but don't dig in your heels because Ebay would refund them for you.  

Accept the return.  Hopefully you will get back your item, and this is just a case of buyer's remorse or buyer questioning authenticity.

Best of luck.

[bonjourami]

Castle, would you happen to know where to find that email posted in shipping and returns when you receive the wrong item back? In other words its a scam..it would say something like..Dear Buyer, I received a pkg back from you, but it obviously has been switched in transit because this is not my item. I am notifying the Postmaster,the police, blah blah blah so you can expect a visit,as postal fraud is a felony.Ive looked in shipping and also Googled..no luck.

[lintbrush*]

Dear buyer,

The pictures you sent me do not match the watch I sent you.  The serial numbers are not the same.   Could you possibly have me confused with another seller?  If not, and you are maintaining your position that it is what you received from me, the only thing it can be is mail tampering.  I will immediately file a tampering and fraud claim with the USPS Inspector General and they will follow up with an investigation.  They take fraud very seriously as tampering is a federal offense.  What is a good daytime number for you that I can provide to them?  They may wish to also schedule a visit with you.

Please let me know as soon as possible as the report will be filed tomorrow.

[whatmodernwas]

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@eleetcomputer wrote:
Hi bonjourami, I purchased the watch from a Rolex dealer, it was preowned, serviced by Rolex before I purchased it. Had tags, certificate, serial numbers, everything! Still had some time on the warranty too. Definitely the real deal! The first 3 pictures in the post are the ones the buyer sent me claiming what he received. Those three pictures are not what I sent him. The other Photos I uploaded are of the genuine Watch and everything that was sent. I think he is trying to send me a fake and keep my original Rolex. Hopefully it is buyers remorse and I get the watch back I sent and he used some stock photo from google to use it for the case he opened. If I don't get back what I sent, I will definitely fight hard! I am also going to file an IC form, I've read that helps? I read the buyers feedback, after the fact and saw about a year ago there was something mentioned about a counterfeit watch and refunds in the feedback left. Definitely doesn't smell right. I just sold $4K in Video Cards the other week, no problems. This sucks because I am afraid to sell anything anymore on here.

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If you are currently whole, it's probably time for you to walk away from eBay and PayPal.

[bonjourami]

Many thanks,lintbrush..there you go, op.

[abfabvintage]

Thanks Lint for providing the OP with that awesome letter. And assume he should send it now rather than waiting to get the buyer's "questionable" watch back? Just disheartening that this happens quite a lot. Thanks again.

[frodobagginskennedy]

I am so very sorry you are having to deal with this.  

The first rule of e bay is to NEVER EVER list anything you cannot afford to lose.  IT is that simple.  There is NO seller protection.

Although there is a tiny chance they may help you.  I recently had a buyer claim they returned an item.  They did not load the tracking number until the day after they were supposed to.  They then asked e bay to step in because I had not refunded.  I called e bay and told them I had NOT received anything from the buyer in the mail and I did not care what the late tracking upload said.

They put me on hold for a few minutes then reversed the decision in my favor, removed the defect for not taking care of the buyer and refunded me my money,

i also had them reverse a buyers remorse case because they buyer claimed missing parts.  They had admitted in messages that they HAD received the correct number of pieces.

It appears  e bay MAY be shifting their hard line against sellers.

[bonjourami]

Why would the seller send that letter before he even gets the watch back?

[abfabvintage]

Hi, B...using the pictures that the buyer sent him? Unless that is against the rules? lolol.